Research Project Report

On

CONSUMER BEHAVIOUR IN CELLULAR

SERVICES WITH SPECIAL REFERENCE TO
AIRTEL AT GHAZIABAD. NCR

Submitted for the partial fulfillment of the

Award
Of

Master of Business
Administration
DEGREE
(Session : 2015 - 2016)

SUBMITTED BY
*Sparsh Singhal*
*1403270107*

UNDER THE GUIDANCE OF

Mr. Sarthi Gouda
Department of Business Administration
ABES ENGINEERING COLLEGE, GHAZIABAD

AFFILIATED TO
DR. A.P.J. ABDUL KALAM TECHNICAL UNIVERSITY
(FORMERLY UTTAR PRADESH TECHNICAL
UNIVERSITY), LUCKNOW

Declaration
I Sparsh Singhal hereby declare that the work which is being presented in this report
entitled CONSUMER BEHAVIOUR IN CELLULAR SERVICES WITH
SPECIAL REFERENCE TO AIRTEL AT GHAZIABAD. NCR is an authentic
record of my own work carried out under the supervision of Mr.Sarthi Gouda.
The matter embodied in this report has not been submitted by me for the award of any
other degree/ Diploma/ Certificate.

Department of Business Administration

Name of Student: Sparsh Singhal

Date:

Certificate
This is to certify that the work which is being presented in this report entitled
CONSUMER BEHAVIOUR IN CELLULAR SERVICES WITH SPECIAL
REFERENCE TO AIRTEL AT GHAZIABAD. NCR is an authentic record of the
student carried out under my supervision. The statements made by the candidate are
correct to the best of my knowledge.

Prof. (Dr.) R. K.Singhal

Head: Department of Business Administration

Name of Supervisor: Mr. Sarthi Gouda

Designation: Senior manager

corporate relations
Date:

Date:

(Seal of the Department/ College)

Acknowledgment
This Research Project in itself is an acknowledge to the inspiration, drive and
technical assistance contributed to it many individuals. This Research Project
would never see the light of the day without the help and guidance that we
received.
We would like to express our unfeigned appreciation to my Research Project
guide Mr. Sarthi Gouda and our respected teachers for their encouragement and
expect guidance and for remaining interactive during the. Research Project

DATE:
PLACE: GHAZIABAD

(SPARSH SINGHAL)

Content Page
Chapters

Page No.

Chapter I
1. Introduction of the topic
2. Need of the study
3. Scope of study
4. Objective of study

..........

Chapter II
1. Review of Literature

..
.

Chapter III
..
1. Research Methodology (sample size, instrument used, methods of data Collection)
.
2. Limitation
.
Chapter IV
..
1. Data Analysis & Interpretation
..
Chapter V
..
1. Conclusion & Suggestion
...

Chapter VI
..
1. Bibliography (if any) (please refer to the sample format given below.)

Chapter VII
..
1. Appendices (if any)

CHAPTER I
1. INTRODUCTION
2. NEED OF THE STUDY
3. SCOPE OF THE STUDY
4. OBJECTIVE OF THE STUDY

1.INTRODUCTION
Introduction of the study:
The

project

CELLULAR

aim is
SERVICES

understanding
WITH

the

SPECIAL

CONSUMER BEHAVIOUR IN
REFERENCE

TO

AIRTEL AT

GHAZIABAD. NCR This is conducted in Bharti Airtel. In which I understand the

behaviour of consumer about the airtel product. Through this research I found that
Bharti Airtal in number one position in NCR. In the year of 1995 Airtel became public
limited company Airtal provide both the facility i.e. prepaid and postpaid. In the area of
network Airtel have 23 circle across the country.The main competitor of Bharti Airtel is
vodafone,Tata Telicom service, BSNL,Idea and Reliance in ghaziabad NCR and 80%
of people have the mobile phones.In my analysis I found that about 10% people using
2nd connection out of 100 respondent 30% using Bharti Airtel. So i can also conclued
that mobile revolution came on the recent 2-3 years . About 60 respondent spend 300500 Rs Per month on mobile phone. One new thing came that about 95% is that
satisfied with the service.
On the basis of this is conclued that bharti airtel is the number one and it hase many
bases on it but in this research i found that consumer have a problem with the other
network exept airtel. Many of the respondentusing prepaid connection.
In this fast technology would consumer is using more than two mobile connection. This
will lead a new revolution in the field of mobile communication service.

Market Capitalization

76,370,434 GSM mobile and 2,319,509 telemedia customers

Customer Base
(Status as at month ended March, 2015)

Operational

Provides GSM mobile services in all the 23 telecom circles in

India, and was the first private operator to have an all India
presence.

Network

Provides telemedia services (fixed line) in 94 cities in India.

Bharti Airtel Limited

New Delhi - 110 030
Registered Office
Tel. No.: +91 11 4166 6000
Fax No.: +91 11 4166 6011/12
Airtel was born free, a force unleashed into the market with a relentless and
unwavering determination to succeed. A spirit charged with energy, creativity and a
team driven to seize the day with an ambition to become the most globally admired
telecom service. Airtel, after just ten years, has risen to the pinnacle of achievement.
As India's leading telecommunications company Airtel brand has played the role as a
major catalyst in India's reforms, contributing to its economic resurgence.

Subscriber Base
The Airtel subscriber base according to COAI - Cellular Operator Association of India
as of May 2015 was:

Delhi 40,55,704

Mumbai 24,68,016

Chennai 18,23,532

Kolkata 18,52,838

Maharashtra & Goa - 43,45,945

Gujarat - 30,04,824

Andhra Pradesh 65,16,332

Karnataka 73,16,500

Tamil Nadu 42,18,705

Kerala 17,03,298

Punjab 32,39,200

Haryana 10,67,990

Uttar Pradesh (West) 16,24,001

Uttar Pradesh (East) 38,97,278

Rajasthan 42,42,006

Madhya Pradesh 30,84,776

West Bengal & Andaman and Nicobar 21,06,163

PRODUCT PROFILE

Prepaid:
Consumers can enter the world of limitless possibilities with Airtel Prepaid. The service
that helps customers, give words to every feeling, an expression to every emotion.

Features
Here are some of the many advantages that New Airtel Prepaid brings customers.
1.
2.
3.
4.
5.
6.
7.
8.

Total Cost Control

Pre activated STD/ISD without deposits or rentals
Strong Network coverage
Instant Balance and Validity Enquiry
Recharge your Airtel Prepaid
Prepaid Roaming
More with Airtel Prepaid
Reach us Anytime Anywhere

Total Cost Control

Customers can control their Airtel Prepaid like never before. No more rentals or
deposits simply recharge as much as they need to from as low as Rs. 10, to as high as
Rs. 10,000/-.
Pre activated STD/ISD without deposits or rentals
Customers can now enjoy a pre-activated STD/ISD on their Airtel Prepaid. No more
paying deposits or having a minimum balance in their account to make an STD/ISD
call. Hassle-free calls are here to stay! for more information on STD/ISD rates in their
circle new.
Strong Network Coverage

Consumers can enjoy complete clarity when calling with Airtels world-class
technology and unbreakable network coverage that spans over 23 circles across the
country.
Instant Balance and Validity Enquiry
Account balance is updated on the screen of handset at the end of each chargable call.
consumers can also call 123 from mobile phone and listen to the voice announcement
or simply dial *123#, press 'OK' or 'YES' button and account balance will be displayed
on the screen of handset.

Recharge Airtel Prepaid

Recharging is Easy. The calling value on card keeps reducing as consumers make calls
or use any other chargeable service. Consumers have to choose the Airtel Prepaid
Recharge Coupon thats right for consumers, from a variety of tailor made recharge
coupons with different denominations, which are available at a number of outlets across
their city.
Prepaid Roaming
Airtel Prepaid comes preactivated with 'National Roaming', so consumers stay
connected no matter wherever Consumers are. Consumers can also send or receive
MMS, check their email and access other GPRS services while roaming in India as

Consumers would in their own city. While traveling abroad Consumers can receive calls
& send or receive SMS.
More with Airtel Prepaid
Airtel brings consumers, a wide range of Services that will change the way they
communicate. Consumers can try them and discover a whole new world of fun and
excitement.

Postpaid:
Life becomes much simpler with the Airtel Postpaid. It gives consumers the unlimited
freedom to reach out to people in their special way.

Features
Consumers can check out the exciting features they can enjoy with an Airtel Postpaid
Connection:

Easy Billing

Easy Payment Options. Anytime, Anywhere.

Credit Limit

Strong Network Coverage

Long Distance Calling Facility

Widest Roaming (National and International)

GPRS - Roaming

Easy Billing
Consumers can enjoy a host of rich features only with Airtel e-bill.They have to
Register free on My Airtel section and view their monthly bill with call details for last
three months. Sort their calls between personal and official or analyze their usage, at the
click of a button.
Easy Payment Options. Anytime Anywhere
Consumers can choose from a host of convenient payment options only with
Airtel.They have to Walk into any Airtel relationship centre and make their payments by
cash or credit card.

Standing Instructions
Consumers can give standing instructions to debit their credit card account for their
monthly Airtel bills. All they have to do is fill the Standing Instruction Form and mail,
fax it to us or drop it any of relationship centres.

Electronic Clearing System

Consumers can fill an ECS form and mail, fax it or drop it any of relationship centres to
directly debit their bank account for their monthly Airtel bill.
Pay while roaming

Airtel has introduced 'Anywhere payment' that offers consumers the convenience of
making payments while they roam.They can walk in to any Airtel Relationship Centre
in the country, make payments by cash or credit card and enjoy uninterrupted Airtel
Services.
Credit limit
Consumers pre-set credit limit mentioned on their monthly bill helps them keep their
mobile charges in control, keeps track of their usage and ensures that their mobile phone
is not misused. Should they exceed their credit limit,They will be informed via a voice
or a non-voice message to make an interim payment and reduce their account balance
below their credit limit.
Consumers may also choose to pay an additional refundable deposit to enhance their
credit limit or opt for convenient payment method of Credit Card Standing
instruction .They can also make use of ECS facility.
Strong Network Coverage
Consumers can enjoy complete clarity when calling with Airtel .It offers them world
class technology and unbreakable network coverage that spans over 23 circles across the
country.
Long Distance Calling Facility.

Consumers can call long distance calls in India and Overseas with STD / ISD facility on
their Airtel phone.

Widest Roaming - National and International

Airtel's roaming service allows consumers to stay connected and use their mobile phone
to make or receive calls from almost anywhere in India and also over 160 countries,
abroad.
GPRS - Roaming
Consumers can use Airtel Postpaid's GPRS services, while roaming, to access the
internet and office mails (eg. BlackBerry services), from almost anywhere in India and
abroad.

Competitors of the organization

In Ghazibad NCR, Airtel will face competition from Voadafone, Idea,BSNL, Reliance
and , Tata Indicom.

Idea: Idea Cellular is a wireless telephony company operating invarious states in India.
It initially started in 1995 as a joint venture between the Tatas, Aditya Birla Group and
AT&Tby merging "'Wings Cellular'" operating in MadhyaPradesh, UP West, Rajasthan
and Tata Cellular as well asBirla AT&T Communications.Initially having a very limited
footprint in the GSM arena,the acquisition of Escotel in 2004 gave Idea a truly panIndia presence covering Maharashtra, Goa, Gujarat,Andhra Pradesh, Madhya Pradesh,
Chhattisgarh, UttarPradesh (East and West), Haryana, Kerala, Rajasthan andDelhi
(inclusive of NCR) [7].The company has its retail outlets under the "Idea n' U"banner.
The company has also been the first to offerflexible tariff plans for prepaid customers. It
also offersGPRS services in urban areas.

Reliance: Reliance Communications (formerly Reliance Infocomm),along with

Reliance Telecom and Flag Telecom, is part ofReliance Communications Ventures
(RCoVL). Accordingto National Stock Exchange data, Anil Ambani controls
Telecommunications Company. It is the flagship company of the Reliance-Anil
DhirubhaiAmbani Group, comprising of power (Reliance Energy), financial services
(Reliance Capital) and telecom initiatives of the Reliance ADA Group. Reliance
Infocomm is currently managed by Anil DhirubhaiAmbani. It uses CDMA2000 1x
technology. RelCom is also into Wireline Business throughout India and has the largest
OFC backbone architecture [roughly 110,000 km] in the country. The company also has
licenses in the GSM telecom services space for most of the Telecom Circles (zones in
layman's words). It currently operates in 8 circles and plans to launch in the others soon.

Cellone :- Cellone is the post paid service offered by MTNL .Bharat Sanchar Nigam
Limited (abbreviated BSNL) is an Indian state-owned Telecommunications company
headquartered in New Delhi, India. It was incorporated on 15 September 2000 and took
over the business of providing of telecom services and network management from the
erstwhile Central Government Departments of Telecom Services (DTS) and Telecom
Operations (DTO), with effect from 1 October 2000 on a going concern basis. It is the
largest provider of fixed telephony, largest broadband services provider with more than
60% Market share, and fifth largest mobile telephony provider in India. However, in
recent years the company's revenues and market share have plummeted into heavy
losses due to intense competition in the Indian telecommunications sector.
BSNL is India's oldest and largest communication service provider (CSP). It had a
customer base of 117 million as of January 2014.

Vodafone:

Vodafone

Communication,

previously

Hutchison

Essar

is

cellularoperator in India that covers 21 telecom circles in India.Despite the official

name being Vodafone Communication, itsproducts are simply branded Vodafone.
It offers bothprepaid and postpaid GSM cellular phone coveragethroughout India and is
especially strong in the majormetros.Vodafone Communication provides 2G services
based on 900 MHzand 1800 MHz digital GSM technology, offering voiceand data
services in 21 of the country's 23 license areas

Tata Communication: Tata Teleservices Limited (TTSL) is a part of the Tata Group
of companies, an Indian conglomerate. It runs under the brand name Tata
Communication in India, in various telecom circles of India.
The company forms part of the Tata Group's presence in the Telecommunication
Industry in India, along with Tata Teleservices (Maharashtra) Limited (TTML) and
TATA COMMUNICATIONS LTD. It was founded in the year 2000 and its chairman is
Mr. Ratan Tata. In February this year, TTSL announced that it would provide CDMA
mobile services targeted towards the youth, in a joint venture with Virgin, UK, on a
Franchisee model basis.

2.NEED OF THE STUDY

Telecom Industry is one of the most dynamic sector as far as competitive strategies are
concerned. It has witnessed cut through competition in recent years. Being an
oligopolistic market every company keeps a close eyes on competitor moves. With high

demand elastic, relating customers and maintaining brand loyalty amongst them is a
very

challenging

task

for

the

companies.

In

the

introduction

MOBILE

PORTABILITY has worsted the situation even more.So there was a need to understand
the behavior of consumer in this dynamic enviournment. The study aims at
understanding consumer behavior across the industry.

Why Study Consumer Behavior?

The study of consumer behavior provides companies with valuable information about
its consumers and prospects, including probable likes and dislikes, spending patterns
and motivators to purchase. This information helps companies time product launches
and sales promotions, schedule customer service staff and more.

Marketing Strategy
Consumer research allows companies to market more effectively by including images
and text designed to resonate with a target demographic and by scheduling those ads
during certain shows or time slots. As well, understanding behavior may lead to changes
in the design of a pilot product, a product's packaging or its position within the store.
Understanding why customers buy what they do also helps a company create campaigns
to encourage repeat purchase and referrals.

3.SCOPE OF THE STUDY

The scope of the study entitled "Consumer behaviour with particular reference to Airtel
in Ghaziabad. NCR " is to understand what the consumer want, how they make the

various choice decision or what are their sources of information and influence process
etc.
During my eight week training in Airtel in Ghaziabad. NCR, I found the following
scope, which are greatly related to my study (i)

I got various practical information which should be helpful in building career as

an MBA.
(ii)

To develop public relations in Market.

(iii)

To get a perfect knowledge about the strategies for holding potential customers.

(iv)

To get information about various managerial levels and their functions.

(v)

This research is useful for Airtel to understand the expectations and

requirements of customers to serve them in a better way.

(vi) To analyze the customer opinion and satisfaction with specific reference to Airtel.
(vii)

To suggest some guidelines to Airtel in order to provide better focused service.

4.OBJECTIVE OF THE STUDY

(i)

To identify the potential customers of Airtel.

(ii)

To identify and analyze the services provided by competing cellular companies

in the market.

(iii)

To identify the quality and price of competitive companies in the market.

(iv)

To identify the dominating as well as abstaining factors of customers which has

influential impact for availing the mobile services.

(v)

To identify the customers on the basis of area, age and income group and
occupation who are willing to avail mobile services of Airtel.

(vi)

To identify the factors which are considered by the customer in their pre
purchase decisions.

(vii)

To identify the overall position of competitor companies.

CHAPTER II
1. Review of Literature

Review of Literature
1. Theoretical Aspect - Consumer Behavior

2. Practical aspect Consumer Behavior

Theoretical Aspect Consumer Behavior
PRODUCT : Anything that can be offered to a market for attention. Acquisition, use or
consumption and that might satisfy a want or need.
CONSUMER :Persons that have need as well as ability and authority to purchase that
goods and services.
CONSUMER BEHAVIOR: The term "Consumer Behaviour" refers to the behaviour
that consumer display in search for purchasing, using evaluation and disposition of
products and services that they expect will satisfy their needs. The study of consumer
behaviour is the study of how individuals make decisions to spend their available
resources (time, money, effort) on consumption related items.
It include the study of what they buy, why they buy it when they buy where they buy it,
how often they buy it and how often they use it. In this process the consumer
deliberated within himself before the finally makes a purchase or more.
This deliberation relates to many variables and is aimed to solving consumption
problem. Among these problems the first and foremost is to decide whether to spend
money or to save it.
Once a decision is taken to spend money the second problem is to decide what to buy
because the resources are limited and needs are multiple. Therefore needs are to be
marked in priority terms.

MODELS OF CONSUMER BEHAVIOR:

The bayer's characteristics and decision process lead to certain purchase decision. The
marketers task is to understand what happens in the buyers consciousness. The buyers'
behaviour is stimuli response between the arrival of outside stimuli and the buyers'
purchase decision.
Marketing

Other stimuli

stimuli

Buyers

Buyers decision

characteristic

process

Buyers decision

Product

Economic

Cultural

Problem

Price

Technological

Social

Information Search

Brand

choice

Place

Political

Personal

Evaluation of alternative

Dealer

choice

Promotion

Cultural

Psychological

Purchase decision

Purchase Timing

Post Purchase behavior

Purchase amount

A consumer buying behaviour is influenced by cultural,

Recognition Product

social, personal and

psychological factors exerts the product and deppest influences.

It may be shown as follows :Factors

Cultural

Social

Personal

Psychological

choice

(1) CULTURAL FACTORS :

Culture factors have great impact on consumer behaviour. The roles played by the
buyer's culture, subculture and social class are particularly.
CULTURE:
Culture is the most fundamental determinants of a person's wants and behaviour. The
growing child acquires a set of values, perceptions, preference and behaviour through
his or her family and others key institutions. A child growing up in America is exposed
to the following values i.e. achievement and success, activity efficiency, practical
progress material comfort, individualism, freedom external comfort, humanitarianism
and youthfulness.
SUB CULTURE:
Each culture consists of smaller sub-culture that provide more specific identification
and socialization for their members, sub-culture includes nationalities, religious, radial
group and geographic regions, many sub-cultures make important market segment and
marketers often design product and market programs according to their needs.
SOCIAL CLASS:
Virtually all human societies exhibit social stratification. Stratification sometimes takes
the form of a caste system where the members of different caste are reared for certain
roles and cannot change their caste membership. More frequently stratification takes the
form of social classes. Social classes are relatively homogenous and enduring divisions
in a society, which are hierarchically ordered and whose members share similar values,
interests and behaviour.
Social classes are divided into seven terms :

Upper - upper class

Lower - upper class

Upper - middle class

Middle - Class

Working Class

Upper - lower classes

Lower-lower class

(2) SOCIAL FACTORS :

A consumer behaviour is also influenced by such social factors as reference group,
family, role & status.
REFERENCE GROUP:
Many groups influence a person's behaviour. A person's behaviour group that have a
direct or indirect influence on the person's attitudes and behaviour. Groups having a
direct influence of a person are called membership groups. These are groups to which
the person belongs and interacts. Some are primary groups such as family, friends
neighbours with which the person interacts fairly continuously. Primary groups tend to
be informal. A person also belongs to secondary groups such as religious, professional
and trade union groups which tend to be more formal and require less continuous
interaction.
People are also influenced by groups in which they are not members. Groups to which a
person would like to belongs are called inspirational groups.
FAMILY:
Most consumers belong to a family group. They influence the pattern of consumption.
Buying habits creates by family influences. The members of the family play different
roles as for deciding, purchaser and user. The housewife may act as a mediator of

products that satisfy wants and desires of the children. Many question arise in the whole
family but a marketer has to think that who is the main purchaser of family.
In the case of expensive products services, husband and wives engage in more joint
decision making. The marketers need to determine which member normally has the
greater influence in choosing various products often it is a matter of who has more
power or expertise.
Here are Typical product patterns
Husband dominant :-

Life insurance, Automobiles, T.V.

Wife dominant : -

Washing Machine, Furniture, Kitchenware

Equal :-

Vacation, Housing, Outside entertainment.

ROLES AND STATUS:

A person participates in many groups :- family, clubs and organization. The person's
position in each group can be defined in term's of roles and status. A role consists of the
activities that a person is expected to perform. Each role carries a status. A supreme
court justice has more status than a sales manager and a sales manager has more status
than an office clerk. People choose products that communicate their role and status in
society. Thus company drive Mercedes, wear expensive suits and drink chives regal
scotch. Marketers are aware of the status symbol potential of products and brands.

(3) PERSONAL FACTORS :

A buyer's decisions are also influence by personal characteristics not by the buyer's age
and life stage, occupation, economics circumstances, lifestyle and personality and self
concept.

AGE AND LIFE CYCLE STAGE: People buy different goods and services over their
lifetime. The eat baby food in the years, matured foods in the growing and mature years,
and special diets in the latter years. People's taste in clothes furniture and recreation is
also age related.
Consumption is also shaped by the stage of the family life cycle. Marketers often
choose life cycle groups as their target market.
Some recent work has identified psychological life cycle stages. Adults experience
certain "passages" or transformations as they go through life markers pay close attention
to changing life circumstances divorce widowhood remarriage and their effect on
consumption behaviour.
OCCUPATION:
A person's occupation also influences his or her consumption pattern. A blue collar
worker will buy work clothes work shoes, lunch box. A company's president will buy
expensive suits, air travel, country club membership and a large sail boat. Marketers try
to identify the occupational groups that above average interest in their product and
services. A company can even sexualize their computers software companies will design
different computers software for brand manager, engineers, lawyers and physicians.
ECONOMIC CIRCUMSTANCES:
Product choice is greatly affected by ones economic circumstances. People's economic
circumstances consists or their spendable income, its level stability and time pattern,
saving and assets including the percentage that is liquid debts, borrowing power and
attitudes towards spending versus saving.

LIFE STYLE:
People coming from the same sub-culture, social class and occupation may lead quite
different lifestyles. A person's life is the person's pattern of living in the world as
expressed in the person's activities, interest and opinions. Lifestyle portrays the "whole
person" interacting with his or her environment. Marketers will search for relationship
between their product and lifestyle groups. A computer manufacturer may find that most
computer buyers are achievement oriented. The marketer may then aim the brand more
clearly at the achiever lifestyle.
PERSONALITY AND SELF CONCEPT:
Each person has a distinct personality that will influence his or her buying behaviour.
By personality we mean the person's distinguishing psychological characteristics that
lead to relatively consistent and ending responses to his or her environment. Personality
is usually described in terms of such facts as self confidence, dominance, autonomy
difference, sociability, defensiveness and adaptability.

(4) PSYCHOLOGICAL FACTORS:

A person's buying choices are influenced by four major psychological factors

Motivation,

Perception

Learning and Beliefs

Attitudes

MOTIVATION:
A person has many needs at any given time some needs are biogenic they arise from
psychological states of tension such as larger, thirst, discomfort.

Other needs are psychogenic ; they arises from needs are psychogenic they arises from
psychological states of tension such as the need for recognition, esteem, or belonging. A
need becomes motive when it is aroused to a sufficient level of intensity. A motive is
need that is sufficiently pressing to drive the person to act.
PERCEPTION:
Perception is the process by which an individual organization select interprets
information, inputs to create a meaningful picture of the world.Perception depends not
only on the physical stumuli but also on the stimuli relation to the surrounding field and
on condition within the individual.The key word is the definition of perception of
individual. One person might perceive a fast talking sales person as aggressive and in
sincere, another as intelligent and helpful. People can emerged with different perception
of the some object because of three perceptual process, selective attention, selective
distortion and selective retention.

LEARNING:
Learning involves changes in an individual's behaviour arising from experience. Most
human behaviour learned learning theorists believe that learning is produced through
the interplay of desirous, stimuli, cues responses and reinforcement.
BELIEFS AND ATTITUDES:
Through doing and learning people acquired beliefs and attitudes. These turns influence
buying behaviour. A belief is a descriptive thoughts that a person holds about
something.Believes may be based on knowledge, opinion or faith. They may or may not
carry emotional charges, of course manufacturer are very interested in the beliefs.
People carry in their heads about their products and services.

An attitude is a persons enduring favourable or unfavourale evaluation emotional

feelings and action tendencies towards some object or ideas.
People have attitude towards almost everything politics clothes music, food. Attitudes
put them into a frame of mind of disliking and object moving towards or away from it.
Attitudes lead people to behave in fairly consistent way towards similar object.
People do not have to interpret and every object in a fresh way, because attitudes
economize on energy and thought, they are very difficult to change. A person attitude
settle into a consistent pattern to change a single attitude may require major adjustment
in other attitudes.

A PRACTICAL ASPECT OF CONSUMER BEHAVIOR

To get the overview of customer regarding consumer behaviour, First of all I was given
on open close questionnaire which was prepared by Bharti Televenture Ltd. "Airtel"
Patna and list of persons belonging to different classes. Through questionnair I
conducted interviewed or survey of different members belonging to all different classes
separately.
I asked questions which were as follows (1)

What is your Occupation ?

(2)

What is your Annual Income ?

(3)

Do you use any mobile connection ?

(4)

How many connection you are using right now ?

(5)

Which connection are you using right now ?

(6)

For how long you are using the connection ?

(7)

Are you satisfied with the current service provider ?

(8)

If yes, what is the reason ?

(9)

If not, what is the reason ?

(10)

If available, would you like to switch over to any other Serviceprovider?

If, yes when will you like to switch over ?

(11)

Which connection would you prefer to take ?

(12)

Are you aware of Airtel ?

(13)

What would be your main expectation from Airtel Service Provider ?

(14)

What additional feature would you like to have with Airtel ?

(15)

What facilities you would require with recharge coupons ?

Mostly attitude were towards Airtel. Because Airtel has good coverage in Rural as
well as Urban areas of Ghaziabad NCR. Mostly customers prefer prepaid connections
in comparison to postpaid connection. The reason behind people choice towards Airtel
because Airtel gives exciting and innovative services with world class technologies
including 2.5 G, GPRS, WAP, Intelligent Networks, Multimedia Messaging Service,
Complete Internet Access and many more.
Some people gave misleading answers. Few peoples did not disclose their salary/income
slab.Mostly existing customers were quite happy with Airtel and customers from other
networks were also aware about quality services provided by Airtel and were thinking
of changing their telecom services provider.
Meanwhile I also conducted a survey for PCO in Ghaziabad. NCR town.
I visited a no. of PCO shops around 150 no. of PCO's dealers. Some questions I asked
from them were as follows (1)

Type of Connection

(2)

Monthly Billing

(3)
i) STD

Billing Breakup (%)

ii) ISD

iii)

LOCAL

(4)

Telecom Dealer

(5)

No. of Sim sold per month

(6)

Value of Recharge sold per month.

(7)

Break down time in a Month.

(8)

Major Problem.

I found during conduction of survey that total PCO connection were related with MTNL
mostly them TATA, RELIANCE and AIRTEL.Many PCO dealers sell SIM cards and
recharge vouchers of different cellular companies. Many PCO dealers were satisfied
with Airtel and BSNL. Because Airtel provides good facilities to their Customers.

CHAPTER III
1. Research Methodology
2. Limitation

RESEARCH METHODOLOGY
The methodology used in the study in deductive & analytical. A Survey was conducted
about brand "Airtel" and its market status and also to analyse consumer behaviour. The
available secondary sources has been also consulted to complete the work besides
obtaining the primary information about the market.
The information regarding market status and availability of different brands of Bharti
Cellular Ltd. "Airtel" have been collected by interviewing different sources such as
PCO dealers, other authorised dealers of Airtel as well as of other competitor brands,
doctors, Engineers, Businessman, Professors, shopkeepers and general existing
customers directly.

RESEARCH METHODOLOGY CAN BE SUB-HEADING BY:

1. Research
2. Research Design
3. Sampling Design
4. Data Collection
5. Tools and Techniques
6. Sampling Size
7. Interpretation of the report

1.

RESEARCH
Research in common parlance refers to a search for knowledge. One can also
define research as a scientific and systematic search for pertinent information on
a specific topic: The meaning of research is "a careful investigation or inquiry
specially through search for new facts in any branch of knowledge" According
to Clifford Woody research comprises defining and redefining problems
formulating hypothesis or suggested solutions; collecting, organizing and
evaluating, data; making deductions and reaching conclusions; and at last
carefully testing the conclusions to determines whether they fit the formulating
hypothesis.

TYPES OF RESEARCHS:
There are three types of research designs:

Exploratory research

Descriptive research

Experimental research

EXPLORATORY RESEARCH:
Ideally all marketing research projects must start with an exploratory research as
this helps in providing a sharper focus of the situation and a clearer definition of the
problem at hand. The exploratory research design, as the name suggests, involves
getting a feel of the situation and emphasizes a discovery of ideas and possible insights
that may help in identifying areas of further rigorous study.
For example a food product manufacturer, wanting in introduce a breakfast cereal may
be in Knowing the desirable attributes of such a product before really defining the
product concept.

The main objective of the exploratory research is to fine tune the broad problem into
specific problem statement and generate possible hypotheses. It therefore, gives useful
direction for further research.
The exploratory studies are mainly used for:
1) Providing information to enable a more precise problem definition or hypothesis
formulation.
2) Establishing research priorities.
3) Giving the researcher a feel of the problem situation and familiarizing him with the
problem.
4) Collecting information about possible problems in carrying out research, using
specific collection tools and specific techniques for analysis.
Since exploratory studies are not conclusive studies, the design of the study is highly
flexible and informal. However, rarely ever does formal design exist in case of
exploratory studies. Structured and/or standardized questionnaires are replaced by
judgments and intuitive Interpretation drawing on the basis of collected data.
Convenience sampling rather than probability sampling characterizes exploratory
designs.
The generally used methods in exploratory research are:
a) Survey of existing literature
b) Survey of experienced individuals
c) Analysis of selected case situations.

DESCRIPTIVE:
Primarily in use for preliminary studies, these types of designs are employed to facilitate
description and Interpretation building about population parameters and the relationship
among two or more variables. Description or Interpretation could be quantitative or
qualitative in nature. Descriptive designs only describe the phenomenon under study
attempting to establish a relationship between factors. The data collected may relate to
the demographically or the behavioral variables of respondents under study or some
situational variables. For example, descriptive research design could be suited to
measure the various attributes of successful sales people, or evaluate a training
programmed or a retailing situation. The design could be used to study how customers
behaved when a new sales promotion programmed was introduced.
It does not, however, determine the extent of association between the different variables
i.e. the income and age of people as associated with response to the sales promotion.
Descriptive design can however, be used to draw Interpretations about the possible
relationships between variables. As descriptive designs are aimed only at providing
accurate descriptions of variables relevant to the problem under consideration, they are
generally used for preliminary and explorative studies. Very often however, the decision
makers choose to accept descriptive data which would permit Interpretation drawing
about causality between variables.
They may not want to or may not be able to afford experimental studies in terms of
time involved and as such descriptive design may at times be used for conclusive
studies also.

Panel Research Design:

Also known as longitudinal research, the panel design involves the continual or periodic
information collection from a fixed panel or sample of respondents. The elements of this
panels may be retail outlets, deal9rs, consumers or just individuals. A panel is expected
to be constant over time and adjustments are made to provide for dropouts and
representativeness. A continual measurement of variables relating to the elements of the
panel provides a very good idea of their response patterns and may provide clues for
future behavior .The longitude analysis used involves repeated measurements of the
same variables to facilitate a variety of Interpretations to be drawn about the behavior of
the elements of the panel. Recently the omnibus panel has also been devised where
though a fixed sample of elements is maintained but the information collected from the
sample members may vary over time or vary between individuals.
For example, at one time information on attitudes with respect to a proposed packaging
change may be sought while at another time the information on attitudes with respect to
a proposed packaging change may be sought while at another time the information may
pertain to respondent reaction to an advertising copy. Though relatively new in India,
panel studies are being increasingly used by research agencies to enable a continual
tapping of consumer attitudes, developing buyer profiles, brand behavior in the market
and predicting changes in market position of different brands.

Cross Sectional Design:

The cross sectional study is aimed at taking a onetime stock of the situation or the
phenomenon in which the decision maker is interested. Cross sectional designs give the
picture of the situation at a given point of time.

For
example, if the marketer is interested in knowing the market position of the company
vis-a-vis its competitors or the number of people who recall the advertisement of the
company out of the total population of viewers, a cross sectional design could be
employed to gather information. Since the data gathered in this type of design consists
of responses from a sample which contains a large number of sources, it provides a
"Cross section" of the situation. In quite a few marketing situations cross sectional data
furnish good Inputs.

Consider the following examples: An instant food manufacturing company has provided
display racks for its retailers so that its product can be prominently displayed.
Before embarking upon a second round of distribution of these racks, it wants to find
out how many retailers are actually using the racks and the type of retail establishments
that are using them.
An electronics goods company which provides high quality after sales service to its
customers and wants to evaluate the customer response to it. None of the examples
given above seek to establish causal relationships. Cross sectional studies may however
uncover relationships, which may be conclusively tested by using the experimental
designs. The cross sectional studies may have an informal design rather than an
explicitly described design. When the latter is the case, the design only includes the
nature and the source of data, the analytical methods and the nature of the expected
results.
In this Project exploratory & descriptive research design has been used.
EXPERIMENTAL RESEARCH:
True experimental design provides a stronger and more reliable basis for the existence
of casual relationship between variables.
Here, the researcher is able to eliminate all extraneous variables from the experimental
and the control group through the use of a random selection procedure. One of the
advantages of using random selection procedure is that we can use inferential statistical
techniques for the analysis of experimental results. One such technique is the analysis of
variance. The following experimental designs will be discussed in this section.

Experimental research is guided by hypotheses (or several hypotheses) that states an

expected relationship between two or more variables. An experiment is conducted to
support or disconfirm this experimental hypothesis.
For instance, much of this author's research has been involved with the physiological
effects of step training with and without hand weights. With this type of experimental
research .

Objective of Research
The purpose of research is to discover answers to questions through the
application of scientific procedures. The main aim of research is to find out the
truth which is hidden and which has not been discovered as yet. Though

researcher study has to its own specific purpose, we may thin of research
objectives as falling into a number of following broad groupings.
1. To gain familiarity with a phenomenon or to achieve new insights into it.
2. To portray accurately the characteristics of a particular individual, situation
or a group.
3. To determine the frequency with which something occurs or with it is
associated with something else.
4. To test a hypothesis of a casual relationship between variables.

2.

RESEARCH DESIGN

A research design is purely and simply the frame work of plan fro a study that guides.
the collection and analysis of the data. Application and specification are the main
characteristic in a research design. Marketing research designs can be classified on the
basis of the fundamental objectives of the research. There are mainly three types
research design.
a. Exploratory
b. Conclusive
(i) Descriptive (ii) Causal
Since our research is descriptive type, so research design is also descriptive.
Research Design in Case of Descriptive Research:
These designs are used for some definite purpose. A number of marketing
research studies are based on such designs. It is focused on the accurate
description of the variables present in the problem.

These designs try to find a complete and accurate description of a problem

situation by providing specified methods for selecting the sources of information
and the procedure for collecting data from these sources.
The data is collected in such a manner that the ambiguous nature of cause and
effect relationship in the phenomenon is reduced to maximum extent.
Importance of Descriptive Research:
1. These are able to describe the characteristic of certain groups.
2. Specific predictions are possible
3. Can study relationship between two or more variables.

Descriptive Designs can be divides in two main categories:

(1) Case method

3.

(2) Statistical Method

SAMPLING DESIGN
Sampling is the process of obtaining information about an entire population by
examining only a part of it. Sampling is used fro a variety of reasons such as :
(i)

Sampling can save time and money

(ii)

Sampling may enable more accurate measurements.

(iii)

Sampling remains the only way when populations contains infinitely

many members

(iv)

Sampling only remains the only choice when a test involves the
destruction of the item under study

Sampling Methods are divided:

1. Probability sampling

2. Non-probability Sampling
In my research probability sampling is used. Again in probability sampling
simple random sampling is used. This sampling is stratified system.
Sample Size -100 , Area Type Customer, dealer, Distributor.

4.DATA COLLECTION METHOD

Data collection methods are generally two types:
(a) Primary Data
(b) Secondary Data

(a) Primary Data: The primary data are those which are collected a fresh and for the
first time and thus happens to be original in character. The primary data is collected in
the process of questionnaire and interview of the outlets.

In my project Primary data collected with the help of questionnaire which

is us structured questionnaire. The sample size taken was 100 respondnts
(b) Secondary Data: The secondary data are those which have already been
collected by someone else and which have been already been passed through the
statistical process.
In my research the secondary data collected from the company sales,
production and other records. The other data was collected from research
report.

5.

TOOLS AND TECHNIQUES

The data was collected through questionnaire method and personal interview.
Again the research is descriptive type. The analysis is done through the tabular
and graphical representation.

6.

INTERPRETATION
After the data have been collected I turn to the task of analyzing them. The
analysis of the data. It Is done by the guidance of the faculty member of
Institute. The data are analyzed by graphical and tabular form. After the analysis,
I found the result. Then the personal recommendations are given. After all the
above the conclusion is given.

LIMITATION
The project is submitted to certain limitations I may not claim cent percent surety; for
the project to be authoritative and authentic. Yet I had taken every care to prepare it as
authentically. The authorities in the sales department of Bharti Airtel at Ghaziabad
provided me necessary information about the market. The dealer, sub dealer and many
customers also co-operated with me and gave their valuable time for the completion of
the present study. However there were some problem which could not be avoided. A few
limitations were felt by me during summer training programme which are given
below :(1)

The time factor was the most important limitation in preparing this report. Eight
weeks were not enough to; collect all the required information and come to a
final conclusion. Due to lack of time a more exhaustive report could not be
possible.

(2)

The lack of availability of time on the part of the authorities of the company.

(3)

Non availability of any annual report and journals with the company.

(4)

The season was also not very helpful. Socording head deterred us from heavy
work at times.

(5)

Likely hood of a few errors in my interpretation of data related to the income

group of the consumers. People were generally not inclined to disclose the actual
income or they avoided giving the actual figures.

(6)

Sometimes the addressees procured were not clear.

(7)

Misleading information from the respondents or refusal of their to co-operate.

(8)

The study was carried out within the geographical limits.

(9)

In the case of data collection some telephones numbers given did not ascribe to
the right person. Either the person had left the place or the number was
transferred to a different person.

(10)

Lack of time is important factor.

Despite having the above limitations the researcher has tried his best to come as
close as possible to the facts in preparing the report.

CHAPTER IV
1. Data Analysis & Interpretation

DATA ANALYSIS AND INTERPRETAITION

Due to rapid changes in Technology, Competitor and Consumer preferences a company
can not to stick solely with its existing products and services. Customers wants the new
and improved product that comes about competitor. A company may obtain new product
development in company's own research and development. To serve this purpose
"Airtel" has Research and development department which develops new shades with
innovative features as per the demand of the market. To improvise this products or
services they collects information from the research person about their competitors
products.
Airtel is the largest networking in India. It provides good network and new technology
to their subscribers.
My extensive survey is based on questionnaire having closed ended questions given by
the organization "Airtel." During conducting survey views of the customers who are
using presently mobile phone were taken into consideration. The sample size was 100
from the school, college and hospital, Ghaziabad. NCR Chamber of Commerce, Lions
Club, Rotary Club, Marwari Yuva Manch, Banks and many other institutions and
organization. Main view was given to know the satisfaction/dissatisfaction of the
customer who are presently using mobile phone from their existing service provider as
well as what is their main expectation from coming service provider called "Airtel".

Q-1. What is your occupation?

Total Number of Respondents = 100
Total No. of Questions = 19
Name of Place : Ghaziabad. NCR.
Businessmen
68%

Servicemen
10%

Student
2%

Professional
8%

Housewife
0%

Others
12%

Occupation

Businessmen

Servicemen

8%

Student

Professional

Housewife

12%

2%
10%

68%

Others

Interpretation : During the conduction of Interview I found that 68% businessmen,

10% servicemen, 2% Students, 8% Professionals, and 12% others are using cellular
mobile in Ghaziabad. NCR.
Re. Questionnaire

Q-2. What is your annual Income?

Total Number of Respondents = 100

Name of Place : Ghaziabad. NCR.

0.5 - 1.0 Lacs

20%

1.0 - 2.0 Lacs

60%

2.0 - 5.0 Lacs

20%

Annual Income

20%
0.5 - 1.0 Lacs

20%
1.0 - 2.0 Lacs

2.0 - 5.0 Lacs

60%

Interpretation : During the conduction of Interview I found that 20% people, having
annual income 0.5lacs to 1.0 lacs, 60% people having annual income 1.0 lacs to 2.0
lacs, 20% people having annual income 2.0 lacs to 5.0 lacs are using cellular mobile in
Ghaziabad. NCR.

Q-3. Do you use any mobile connection?

Total Number of Respondents = 100

Name of Place : Ghaziabad. NCR.

Yes
80%

No
20%

Mobile User

20%
Yes

No

80%

Interpretation : During the conduction of Interview I found that 80% people having
mobile in Ghaziabad. NCR.

Q-4. How many connections you are using right now?

Total Number of Respondents = 100

Name of Place : Ghaziabad. NCR

1 Connection

2 Connection

More than 2 Connection

85%

10%

5%

No. of Connection Using

10%
1 Connection

5%

2 Connection

More than 2 Connection

85%

Interpretation : During the conduction of Interview I found that 85% people using 1
mobile connection, 10% people using 2 mobile connectionand 5% people using more
than 2 mobile connection in Ghaziabad. NCR.

Q-5. which connection you are using right now?

Total Number of Respondents = 100

Name of Place : Ghaziabad. NCR.

Airtel
30%

Reliance
25%

Vodafone
20%

Idea
20%

TATA INDICOM
5%

To Measure which connection are using

5%
20%
Airtel

Reliance

30%
Vodafone

20%

Idea

TATA Indicom

25%

Interpretation : During the conduction of Interview I found that 30% people using
Airtel connection, 25% people using Reliance, 20% people using Vodafone, 20% people
using Idea & only 5% people using Tata Indicomm mobile connection in Ghaziabad.
NCR.

Q-6. For how long you are using this connection?

Total Number of Respondents = 100
Name of Place : Ghaziabad. NCR.

1 - 2 Year
50%

2 - 3 Year
30%

3 - 4 Year
15%

More than 4 Year

5%

Duration of Using

15%
1 - 2 Year

5%

2 - 3 Year

3 - 4 Year

More
than 4 Year
50%

30%

Interpretation : During the conduction of Interview I found that 50% people using
Mobile during 1 - 2 year, 30% people using mobile during 2 - 3 years, 15% people using
mobile during 3 - 4 years and only 5% people using mobile than 4 Years.

Q-7. what is the monthly spend on Mobile Phone?

Total Number of Respondents = 100
Name of Place : Ghaziabad. NCR.

<300
16

300-500
40

500-1000
21

1000-2000
17

>2000
6

90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Prepaid

Postpaid

Interpretation : It is concluded that the most of customer are spending between 300500 monthly in their Mobile Phone.

Q-8. Are you satisfied with Current Service Provider?

Total Number of Respondents = 100
Name of Place : Ghaziabad. NCR.

Yes
35%

No
65%

1
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0

Interpretation : Overall it could be concluded from the above diagram that 95%
customers are not satisfied with the existing service provider and rest only 5%
customers are satisfied with the current service provider.

Q-9. If not ,what is the reason?

Total Number of Respondents = 100
Name of Place : Ghaziabad. NCR.
Network

No Service in

Problem

Remote Area

Poor Voice

High Tariff

Wrong

Poor Customer

Rate

Billing

Service

50%

20%

2%

19%

1%

8%

Reason for Dissatisfaction

60
50
40
30
20
10
0

50

20

19
2

Netw ork Problem

No Service in Remote Area
Poor Voice

High Tariff Rate Wrong Billing

Poor Customer Service

Interpretation : When I asked that they are satisfied with their current service provider
& I found that about 50% customers are not satisfied with their current service provider
due to networking problem and poor coverage. During my survey I found that only 5%
customers are satisfied with MTNL cellular mobile due to availability in rural area.
About 19% subscribers are not satisfied with current service provider due to high Tariff
rate as well as wrong billing was also found major cause of dissatisfaction.

Q-10. If available,would you like to switch over to any other service provider?If
yes,when will you like to switch over?
To measure the possible Time within which the customer of current service providers
are ready to switch over to Airtel.When I asked whether the subscriber would like to
switch over to existing service provider found that almost 95% customers are ready to

change their service provider due to not getting proper service and good network
including rural and urban areas.
Total No. of Respondents = 100
Name of Place : Ghaziabad. NCR
within 15 days
80%

within one month

10%

within 3 months
8%

after 3 months
2%

Ready to Switch Over

10%
w ithin 15 days

8%

2%

w ithin one month

w ithin 3 months

after 3 months

80%

Interpretation : After analysis data I found that 80% customer are ready to switch over
their current service provider within 15 days, 10% are ready to switchover within one
month, 8% are ready to switch over within 3 months and only 2% are ready to switch
over after 3 months.

Q-11. Which connection would you prefer to take?

Total Number of Respondents = 100
Name of Place : Ghaziabad. NCR.
Prepaid
95%

Postpaid
5%

Connection Preferred

5%
Prepaid

Postpaid

95%

Interpretation : After analysis data I found that 95% subscribers prefer to take
connection of prepaid and rest of prefer to take postpaid.

Q-12. Are you aware of Airtel?

Total Number of Respondents = 100
Name of Place : Ghaziabad. NCR .

Prepaid
80%

Postpaid
20%

90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Prepaid

Postpaid

Interpretation : During survey, I found that all subscribers are aware of Airtel.

Q-13. What would be your main expectation from Airtel service provider?
Total Number of Respondents = 100
Name of Place : Ghaziabad. NCR .

Good coverage

Availability at all places

Good customer

Competitive

clarity and

including rural & Urban

service

tariff

connectivity

area

40%

30%

10%

20%

To Measure the Main Expectation of Customer from the Airtel

20%
10% Availability
Good coverage

Good cus tom er service

40%

Com petitive tariff

30%

Interpretation : After analyzing the data I found that customers are very much
dissatisfied with current service provider due to not getting good network coverage, so
their main expectation from Airtel is to have networking and good coverage.

Q-14. What facilities you would require with recharge coupons?

Total Number of Respondents = 100
Name of Place : Ghaziabad. NCR.
Low Denomination

Longer Validity

15%

85%

Facilities with Recharge Coupons

15%
Low Denomination

Longer Validity

85%

Interpretation : After analyzing the data I found that 85% subscribers are in favour of
longer validity with recharge coupons and rest 15% are in favour of low denomation..

Q-15. What additional features would you like to have with Airtel?
Total Number of Respondents = 100
Name of Place : Ghaziabad. NCR .

VAS

Recharging on

More options for recharging paper

Roaming

coupons

85%

55%

15%

Additional Features added with Airtel

VAS

Recharging on Roam ing

30%
55%
15%
More options for recharging paper coupons

Interpretation : During survey I found that 55% subscribers are in favour of more
option for recharging paper coupons, 30% subscribers are in favour of VAS, 15%
subscribers are in favour of Recharging on Roaming.

CHAPTER V
1. Conclusion & Suggestion

CONCLUSION

Bharti Tele-Ventures Ltd. "Airtel" is one of the best awarded world communication in
India. Its brand name is "Airtel".
After analyzing the information, gathered by opinions of respondents, in the study
consisting of 100 respondents researcher reached on following conclusions :In Ghaziabad. NCR 20% of subscriber belong to 0.5 - 1.0 lacs in annual income, 60%
belonging to 1.0 - 2.0 lacs and 20% belonging to 2.0 - 5.0 lacs annual income.

Mostly businessmen are using cellular mobile for their business purpose.

In Ghaziabad NCR many subscribers take connection of Idea. cellular

mobile, because its availability at all places including Rural and Urban area
as well as tariff plans are

cheap.

During the conduction of Interview I found that 100% respondents are aware
of Airtel.

Many respondents are dissatisfied with RTL due to lack of good network in
Bihar as well as high tariff plan.

During the conduction of survey I found that 80% respondents will take
connection of Airtel, immediately, 15% respondents will take 15 days and
only 5% will take connection of Airtel within one months.

Many subscribers said Airtel provides good network in India, I expect from
Airtel such facilities will be provided in Bihar.

SUGGESTIONS
As we know that Bharti Televentures Ltd. is an reputed Telecommunication
organization in India. Every good organization have some demerits, which can
eliminated through study of different organization factor to improve that organizational
image and status.
On the basis of extensive study there are some suggestions and conclusion which can
help to improve the organizational image and states.
These are as follows :(1)

In the market the immediate competitor of Airtel is Vodafone, Idea, Aircel,

Uninor, Tata Indicom and Reliance Ghaziabad NCR.

(2)

M.T.N.L. and Reliance do not provide good network to their subscribers. So

main expectation from Airtel to provide best networking and good coverage to
their subscribers.

(3)

Tariff plan should be competitive.

(4)

Networking should be availability at all places including rural and urban areas.

(5)

To provide customer service to their subscribers.

(6)

Recharge coupons should be more option.

(7)

The company should try to provide better facilities and services than other
service providers.

(8)

The company should provide to extra facilities to attract maximum subscribers.

(9)

The company should try to create harmonious relation among the different
subscribers.

(10)

The company should try to provide pet networking than other service provider
cellular co.

CHAPTER VI
1. Bibliography

BIBLIOGRAPHY
Refernce Books

Gupta M.P, Business Statistics: 9th Edition, Kamal Prakashan, New Delhi 2010.

Kothari C.R., Research Methodology: Vishwa Prakashan, New Delhi 2010.

Kotler

Philip,

Marketing

Management:

Eleventh

Edition,

Pearson

Publication,New Delhi 2010.

Beri,Marketing Research: 4th Ed.,Tata McGraw Hill,New Delhi 2010.

Sharma J K,Business Statistics: Second Edition,Pearson Publication,New Delhi

2010.

Websites: http://www.consumercourt.in/mobile-services/5645-airtel-complaint.html
http://en.wikipedia.org/wiki/Airtel
http://www.indianomics.com/2009/03/25/top-30-telecom-companies-in-indiaby-market-cap/

http://www.trai.gov.in/Content/Directions.aspx?qid=21

CHAPTER VII
1. Appendices

QUESTIONNAIRE
Dear Customer,
Your feedback is important to us :Name : ........................................................................................................
Age : ..........................................................................................................
Sex : ...........................................................................................................
Cont. No. : .................................................................................................
Address : ....................................................................................................
....................................................................................................................
1)

What is your Occupation?

(a) Student
(d) Housewife
2)

(b) Servicemen
(e) Professional

What is your Annual Income?

(a) <0.5 Lacs

(d) 1.0 - 2.0 Lacs
3)

(b) 0.5 - 1.0 Lacs

(e) >5.0 Lacs

(b) No
How many connections you are using at present ?

(a) 4

5)

(c) 1.0 - 2.0 Lacs

Do you use any mobile connection ?

(a) Yes
4)

(c) Businessman
(f) Others

(b) 3

(c) 2

(d) 1

Which connection you are using ?

(a) Airtel
(d) Idea

(b) Reliance
(e) Tata Indocomm

(c) Vodafone

6)

For how long you are using the connection ?

(a) More than 5 Yrs.

(d) More than 2 Yrs.
7)

(b) More than 4 Yrs.

(e) More than 1 Yrs.

Are you satisfied with the current service provider ?

(a) Yes

8)

(c) More than 3 Yrs.

(f) Less than 1 Yrs.

(b) No

If Yes, what is the reason ?

(a) Good Network

(b) Good service in remote

(c) Good quality of voice

Coverage
(d) Economical tariff plan

area
(e) Easy availability

(f) Good customer

service

9)

If not, what is the reason ?

(a) Network problem/Bad

(b) No service in remote

(c) Poor Voice Clarity

(d) High Tariff rate

area
(e) Wrong Billing

Call
(f) Poor customer service

10)

If available, would you like to switch over to any other service provides?If Yes,

when will you like to switch over ?

(a) within 15 days
(c) within 3 months
11)

(b) within one month

(d) after 3 months

Which connection would you prefer to take ?

(a) Postpaid
12)
Are you aware of Airtel ?

(b) Prepaid

(a) Yes

(b) No

13)

What would be your main expectation from Airtel Service Provider ?

(a) Good Coverage, Clarity and

(b) Availability at all places including

Connectivity
(c) Good customer service

rural and urban locations

(d) Competitive Tariff

14)

What additional feature would you like to have with Airtel ?

(a)Value Added Service

(c) Recharging on Roaming

(b) More Option for recharging other than

paper coupons

15)

What facilities you would require with recharge coupons ?

(a) Low Denomination

(b) Longer Validity